M&S slashes returns policy

The retailer is recognised as being generous where customer service policies are concerned and the changes have prompted lively debate on internet message boards, with some shoppers threatening to boycott the chain.

M&S introduced the new 35-day deadline in April by putting up signs in store and printing the new reduced term on receipts. However it seems many customers have only recently realised that the change has been implemented.

One shopper, who tried to return a dress was refused after she left it more than 35-days, told the Bucks Free Press: “I was so upset. I don’t want someone else to go through what I had to go through.”

The retailer said in a statement that the changes bring the retailer in line with market competitors.

An M&S spokesman said: “M&S’ returns policy is the best on the high street. We offer our customers a full refund or exchange on goods returned within 35 days, which compares favourably to our competitors, many of which offer just 28 days.”

The retailer added: “From the 1st October to 11th December we will be extending our returns policy for any gifts accompanied by a receipt. The last date for returning such items bought within this period will be the 16th January. Items bought after the 11th December will be subject to the usual 35 day term.”

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